Survey Analysis: Multichannel Retail and Consumer Product Companies Must Reinvent Their Processes to Boost Profits and Gain a Competitive Edge

Archived Published: 22 January 2015 ID: G00270256

Analyst(s): | |

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Retailers, wholesalers, distributors and manufacturers vie for customers by adding order and return fulfillment options; however, this reactive approach will jeopardize profitability. A recent Gartner survey suggests supply chain leaders in multichannel operations should rethink their game plans.

Table of Contents

  • Survey Objective
  • Data Insights
    • Companies Are Adding Channels and Services, but Are Not Keeping Up With Consumer Expectations for Choice and Seamlessness
      • Fulfillment Services Vary by Product and Location
      • Sellers Plan to Remove Consumer Obstacles by Investing in Ways to Manage Returns Across Channels
      • Limited Online Product Assortment Will Deter Sales Growth
    • Without Integration and Automation, Multichannel Companies Underperform
      • Online Order Fulfillment Lead Times Are Increasing
      • Inadequate Reverse Logistics Efforts Are Costing Companies Money
      • Companies Lack Visibility and Flexibility for Effective Cross-Channel Inventory Management
    • Consistent Views on the Many Important Issues to Be Addressed
    • Action Items for Supply Chain Leaders of Multichannel Operations
    • Methodology
  • Gartner Recommended Reading
© 2015 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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